When organizations invest in technology, such as digital transformations, cloud migrations, CRM/ERP migrations, and software system upgrades, their stakeholders expect a return on investment (ROI). However, realizing that return goes beyond a smooth rollout. While system integration is part of the equation, the ultimate success requires something more: people must use the technology.

Navigating this people-centric aspect of new digital technologies is precisely where change management comes into the mix. Having a solid change management strategy tailored for your users is the best way to increase the ROI of technology investments, and this article explains why.

To begin, we’ll dive deeper into a critical determinant of maximizing technology ROI: user adoption.

The Link Between ROI and User Adoption

Let’s say a company has decided to implement a CRM to streamline its processes and shorten the sales cycle. Sounds like a win-win, right? Improving efficiency and growing the bottom line are two common motivators for companies that leap into significant tech investments. It’s why over 91% of companies with ten or more employees use a CRM. However, despite widespread CRM investments, a whopping 63% of CRM projects fail.

Why? Consider the following surprising CRM user adoption statistics:

• 50% of CRM projects fail due to slow user adoption
• 70% of project managers expect their teams to be cynical about using a CRM
• 22% of salespeople in companies with a CRM don’t know what a CRM is

The reality is clear: Merely investing in a CRM, or any technology, doesn’t automatically mean that it will produce the desired results if people aren’t using it – or don’t want to use it.

What, then, will boost the ROI of CRMs and other tech investments? Sustained user adoption. Only when people consistently and efficiently use software will organizations realize the full value of their investment.

Getting back to our CRM example, let’s look at the bottom-line effect when companies use this technology successfully:

• Sales increase by 29%
• 25.3% of respondents say their CRM system had significantly improved the productivity of their sales team
• By using CRM, customer retention and satisfaction rates increased by 47%
• The ROI for a CRM is $8.71 per $1 spent

As this example illustrates, it’s the people that make the difference in technology ROI. The link between user adoption and ROI isn’t unique to CRMs – it applies to every technology investment.

Now that we know that user adoption boosts technology ROI, let’s look at ways to skyrocket your user adoption rates and, in turn, your ROI.

5 Ways change management drives user adoption

With user adoption key for maximizing ROI, change management strategies must focus on this ever-important goal for your organization’s success. The following are five ways that our change management services are designed to drive technology user adoption and boost your ROI.

1. Promotes buy-in at every level – From leadership and boards to management and end-users, change management improves ROI by involving everyone in the change journey to reach a broad consensus for a vision that will set the stage for successful adoption.

2. Engages teams – Change management encourages team involvement to promote ownership in the change process. This engagement-oriented strategy helps deepen end-user commitment to adopt new technologies, responsibilities, and workflows.

3. Provides customized training – While the software you’re implementing isn’t unique, the way your company will use it certainly is. Change management customizes action-oriented learning and development solutions to drive adoption based on how your teams will use the technology.

4. Mitigates risk – Perhaps one of the most remarkable benefits of using change management to improve user adoption and ROI is its ability to foresee potential user or financial roadblocks and incorporate specific strategies to mitigate those risks.

5. Supports users – Change management best practices recognize that not all users will be operating at 100% on day one, even if they’ve completed the required training. Providing support through Quick Reference Guides, FAQs, and other tools can keep users on track during and long after go-live for enhanced proficiency.

Change Management Solutions With Intellezy

Do you want to increase the ROI of your next technology investment? Organizational change consultant can help you realize the full value by driving user adoption. To discover how our Prosci® certified change management experts can guide your organization toward a higher bottom line, contact our ROI-focused team to get started.